L1 Support Engineer EV Charging

L1 Support Engineer EV Charging (EVSE) Company: Trunexa Pvt Ltd Location: Mahape, Navi Mumbai, Maharashtra Experience: 1- 6 Years Employment Type: Full-Time About Trunexa Pvt Ltd Trunexa Pvt Ltd is a technology-driven engineering and product development company specializing in Electronics R&D, Embedded Systems, IoT Solutions, and Software Development. We work with global clients to deliver innovative and high-quality solutions across diverse industries. Job Description Position: L1 Support Engineer EV Charging (EVSE) Location:Navi Mumbai Mahape , India Department: Customer Support / Operations Employment Type: Full-Time About the Role We are looking for a technically proficient L1 Support Engineer EV Charging (EVSE) to join our Customer Support team. This role serves as the first point of contact for customers using our EV charging network, ensuring prompt assistance and a seamless charging experience. The ideal candidate should have excellent troubleshooting skills, a customer-first mindset, and hands-on experience with CRM and telephony platforms. You will be responsible for resolving first-level technical issues, managing support tickets, and coordinating with internal teams to ensure timely issue resolution. Key Responsibilities Customer Support & Communication Handle customer queries through WhatsApp, phone calls (IVR), email, and in-app support channels. Provide professional, accurate, and timely assistance following defined support processes. Deliver an exceptional customer experience during every interaction. First-Level Technical Troubleshooting Diagnose and resolve issues related to: EV charging sessions (charging start/stop failures, connector issues, charger availability) Payment transactions (pending, failed, or deducted payments) Mobile and web application usage Perform basic remote diagnostics and guide customers through troubleshooting steps. Ticket Management Create, track, update, and close support tickets using CRM platforms such as Zoho Desk, Freshdesk, or Zendesk. Maintain accurate documentation of customer issues, troubleshooting steps, and resolutions. Ensure compliance with defined Service Level Agreements (SLAs). Escalation Management Identify issues requiring advanced technical support and escalate them to the L2 Support team. Share complete troubleshooting details, logs, and relevant information to ensure faster resolution. Customer Experience Maximize First Contact Resolution (FCR). Follow up with customers until issues are fully resolved. Maintain high Customer Satisfaction (CSAT) through proactive communication and ownership. Required Skills & Competencies Technical Skills Understanding of EV charging workflows and charger operating states. Basic knowledge of payment gateways and transaction flows. Familiarity with mobile and web applications. Basic understanding of networking and connectivity troubleshooting. Tools & Platforms Experience with CRM tools such as Zoho Desk, Freshdesk, or Zendesk. Hands-on experience with Exotel or similar IVR/call management platforms. Knowledge of ticket lifecycle management, SLA tracking, and customer support workflows. Soft Skills Excellent verbal and written communication skills. Strong analytical and troubleshooting abilities. Customer-focused with a high sense of ownership. Ability to multitask in a fast-paced support environment. Team player with a proactive attitude. Key Performance Indicators (KPIs) First Contact Resolution (FCR) Average Resolution Time (ART) SLA Compliance Customer Satisfaction (CSAT) Ticket Documentation Accuracy Customer Response Time Please share your updated resume at hr@trunexa.com along with the following details: Total Experience: Relevant Experience: Experience with EV Charging support: Current CTC: Expected CTC: Notice Period: Current Location: